Last Updated on October 4, 2021
The
intake process is just one of the many challenging and important aspects of
case management services or any other human service program. The intake can be
a challenging process for both the client/family and the clinician. There is
often a high level of anxiety for families that are unfamiliar with the mental
health/social services system. The clinician also needs to be prepared to
answer questions and be able to explain services in a way that is easy to
understand. Depending on the service and agency, the intake process can take
several hours to complete. We will discuss some of the keys to making the
intake process as painless as possible.
Gathering Information
Gathering information is perhaps the most time
consuming portion of the intake process. The intake process usually begins with
a phone call from the client or family member requesting services. Basic
information is gathered such as name, addresses, etc. The next step is to
obtain more specific information such as mental health diagnosis as well as
information on the client’s current situation. Obtaining information on the
current situation can determine what immediate steps need to be taken. A major
crisis may be able to be handled over the phone or referred to emergency
services. If there is a need for long term services, then an intake appointment
to case management services is scheduled. Case management services provide
ongoing monitoring and linkage to community resources as opposed to short term
crisis intervention.
Gathering as much information as possible
before the initial meeting can make the intake process easier. For mental
health professionals, this means gathering documentation such as psychological
reports, social history, school reports, and medical reports. Gathering enough
information in advance can speed up the process and determine the appropriate
services before the face to face meeting. It’s also a good practice to fill out
as much paperwork before the meeting to make the process move a little faster.
The Face to Face Meeting
Additional assessments may also be conducted
at the scheduled intake meeting to determine eligibility for additional
services. These may include functional assessments, mental health screenings,
and determination for placement on statewide waiting lists. Financial
assessments may also be completed to determine if there should be a fee charged
for services. In most cases, Medicaid pays for case management services and
there is no cost to the client.
In addition to assessments, the face to face
meeting is also the time to get agency documentation signed such as consent
forms. Consent forms allow the agency to share client information with other
agencies for referral purposes and to monitor progress. This is also the time
where the client is informed of their human rights and the appeals/complaint
process in their particular jurisdiction.
The treatment plan is also developed during
the face to face appointment. The clinician gathers information on specific
goals and objectives that the client wants to accomplish. The case manager also
provides interventions to help the client achieve their goals.
Gathering information on client preferences is
also important. This helps the agency match the client to the case manager that
best fits their needs. Some situations may be more suitable for a male case
manager while others may be more appropriate for a female case manager. Cases
are often assigned to cases based on expertise. For example, case managers who
have a background with children’s services may be a better fit for a younger
client. Case managers with a background in gerontology may work better with an
older client.
Knowledge of Resources
It is critical to have knowledge of community
resources and service providers. Families often have very little information and
they depend on you to be knowledgeable about services that can provide some
relief. In some cases, it is determined during the intake process that the
client is not eligible for the service that is requested. When this occurs,
it’s important to have knowledge of resources to make the appropriate referral.
Of course the best way to avoid that is to determine eligibility and make the
referral before the intake.
Limit Jargon
Every industry has
their own language that they use to communicate. They include acronyms phrases
and terms that only someone that is familiar with that field would understand.
The mental health/human services field is full of jargon and it’s important to
not talk over the heads of the clients and make them more confused. If you have
to use specific terminology, be sure to follow that up with a detailed
description and repeat things as much as needed. Remember, the intake process
may be the first exposure to any type of services and all of this may be
foreign to them. The key is to make things as simple as possible.
Patience
Patience is also needed during the intake
process. Depending on the type of intake, the process can take several hours to
complete in one setting. In addition, families usually have many questions and
need and may need things explained several times. The long intake process may
also have a negative impact on behaviors during the office visit. Children and
some adults with a history of agitation and behavioral problems might have a
difficult time sitting for an extended period of time. It’s also appropriate to
offer a break or have family complete paperwork if possible.
Body Language/Voice
Tone
Two subtle but important aspects of the intake process are
body language and voice tone. Clients and their families are often in a crisis
or an extremely difficult situation at the time of the intake. They need to
know that you have the knowledge and ability to help them. Confident body
language and a calm voice tone can help ease anxiety. As the first point of
contact, it’s important to make a good impression. If the client and family
have a negative experience, it may reflect poorly on the entire agency. This is
not always the case but it is always good to ensure that the client and family
have a positive experience and leave knowing that their situation will get better.
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